Chee Wai WONG
Île-de-France,
Summary
Experienced Contact Center Solutions Consultant with over 10 years of expertise in implementing and managing on premise and cloud contact center solutions for clients across industries. Proven success in technical leadership, system integration, and strategic development of customer service platforms such as NICE CXone. Certified in NICE CXone Core and Core+, with strong experience in CRM integrations (Salesforce, MS Dynamics) and bot development using Google Dialogflow.
Overview
22
22
years of professional experience
1
1
Certification
Work History
CCaaS Consultant (NICE CXone)
Ovalo CX
06.2020 - Current
- Led the technical development and deployment of cloud contact center solutions, primarily NICE CXone
- Integrated CRM platforms (Salesforce, MS Dynamics) with contact center solutions for optimized customer data flow and analytics
- Developed bot and IVR strategies, including CXone DFO (Digital First Omnichannel) and Google Dialogflow integrations
- Coordinated with clients to implement self-service solutions, ensuring smooth interaction between virtual agents and live agents for Club Med's global customer service
- Successfully deployed NICE CXone for Club Med's global customer service, ensuring a seamless 24/7 operation
- Created advanced routing strategies in NICE Studio, enhancing user experience and reducing call handling time
Support Engineer (Genesys Engage, Alcatel-Lucent OXE)
NXO Experts
04.2017 - 05.2020
- Developed custom routing strategies and supported reporting efforts using tools like IRD, Datamart, CCPulse+, and Infomart
Telecom Engineer (Alcatel-Lucent OXE)
UCC Experts
03.2016 - 04.2017
- Provided Level 1 and Level 2 support for Alcatel OXE systems within Société Générale
- Supported Alcatel OXE systems, troubleshooting network issues, and optimizing telecom solutions for corporate environments
Telecom Consultant (Alcatel-Lucent OXE)
Alcatel-Lucent Professional Services APAC
04.2007 - 03.2011
- Managed and implemented Alcatel OXE projects across the Asia-Pacific region, serving clients in telecom and enterprise sectors
- Designed telecom solutions tailored to meet client-specific needs in network reliability and performance
Senior Telecom Engineer & Trainer (Alcatel-Lucent OXE)
ExpertVoice Solutions
10.2002 - 08.2006
- Provided training and project management for telecom implementations, focusing on Alcatel enterprise systems
Education
Bachelor of Science - Business Information Systems
Tunku Abdul Rahman College
Malaysia01.2001
Advanced Diploma in Science - Business Information Systems
Tunku Abdul Rahman College
MalaysiaSkills
- IVR Development
- Technical Leadership
- Attention to Detail
- Problem-Solving
- Analytical Thinking
- Systems Integrations (CRM, Virtual Agent)
Certification
- NICE CXone Core and Core+, 01/01/20 - 12/31/22
- Alcatel Certified Systems Expert (ACSE) OXE, OmniTouch Contact Center, 01/01/05 - 12/31/10
Languages
English
French
Mandarin
Cantonese
Malay
Competencies
- Contact Center Solutions: NICE CXone, Genesys Engage, Alcatel OTCC
- System Integration: Salesforce, MS Dynamics
- Bot Development & Automation: Google Dialogflow, NICE Virtual Agent Hub
- Project Management: Project Technical Lead
- Routing Strategies: IVR/ACD design, routing strategy development (IRD)
- Technical Support & Operations: Level 2/3 Support and system maintenance
Passions
- Travel Enthusiast
- Nature Lover
- Culinary Aficionado
Timeline
CCaaS Consultant (NICE CXone)
Ovalo CX
06.2020 - Current
Support Engineer (Genesys Engage, Alcatel-Lucent OXE)
NXO Experts
04.2017 - 05.2020
Telecom Engineer (Alcatel-Lucent OXE)
UCC Experts
03.2016 - 04.2017
Telecom Consultant (Alcatel-Lucent OXE)
Alcatel-Lucent Professional Services APAC
04.2007 - 03.2011
Senior Telecom Engineer & Trainer (Alcatel-Lucent OXE)
ExpertVoice Solutions
10.2002 - 08.2006
Bachelor of Science - Business Information Systems
Tunku Abdul Rahman College
Advanced Diploma in Science - Business Information Systems
Tunku Abdul Rahman College
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